ServiceNow Operate Lead
- Serve as a senior member of the ServiceNow delivery team, providing guidance on platform best practices, architecture, and governance.
- Design, configure, and support ServiceNow platform capabilities across ITSM, ITOM, CMDB, Discovery, Service Mapping, and related modules.
- Drive platform maturity through continuous improvement initiatives, automation opportunities, and technical optimization.
- Collaborate with architects, developers, administrators, and client stakeholders to deliver scalable solutions.
- Lead CMDB strategy, implementation, governance, and ongoing health initiatives.
- Design and maintain CMDB data models, CI relationships, and reconciliation processes.
- Implement and optimize ServiceNow Discovery, Service Mapping, Identification and Reconciliation Engine (IRE), and CSDM alignment.
- Establish CMDB governance processes, KPIs, data quality metrics, and operational controls.
- Partner with infrastructure, cloud, application, and operations teams to improve configuration data accuracy and completeness.
- Facilitate workshops, requirements gathering sessions, and solution reviews with business and technology stakeholders.
- Present recommendations, roadmaps, and status updates to client leadership.
- Translate complex technical concepts into business-friendly language.
- Build trusted relationships and act as a strategic advisor to key stakeholders.
- Support incident, problem, change, and release management activities related to the ServiceNow platform.
- Participate in sprint planning, backlog refinement, testing, and deployment activities.
- Develop technical documentation, process flows, governance artifacts, and operational runbooks.
- Mentor junior consultants and contribute to knowledge-sharing across the delivery team.
- Communicate regularly with Engagement Managers (Directors), project team members, and representatives from various functional and / or technical teams, including escalating any matters that require additional attention and consideration from engagement management
- Independently and collaboratively lead client engagement workstreams focused on improvement, optimization, and transformation of processes including implementing leading practice workflows, addressing deficits in quality, and driving operational outcomes
- Ability to work independently and collaborate as part of a team
- Effective written and verbal communication skills
- Meticulous attention to detail and quality of work product
- Ability to build and sustain professional relationships
- Ability to lead projects or workstreams
- Ability to manage and prioritize multiple tasks in a fast-paced and dynamic environment
- Strong interpersonal skills and professional demeanor
- Ability to meet deadlines
- Ability to provide clear guidance to others
- 6+ years of experience as a ServiceNow Certified Implementation Specialist
- Must be a ServiceNow Certified System Administrator
- Must be ServiceNow Certified Implementation Specialist - Data Foundatio5ns (CMDB and CSDM)
- 6+ years of experience with ServiceNow delivery (platform best practices, architecture, and governance)
- 6+ years of experience with design, configuration, and support of ServiceNow platform capabilities across ITSM, ITOM, CMDB, Discovery, Service Mapping, and related modules.
- Bachelor's degree, preferably in Computer Science, Information Technology, Computer Engineering, or related IT discipline; or equivalent experience
- Limited immigration sponsorship may be available
- Ability to travel 10%, on average, based on the work you do and the clients and industries/sectors you serve
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